Hi Team,
I am working on Major Incident Management Set up. As per the process, when the MI is promoted, ticket will be auto assigned to Major Incident Support team and they will manage the entire incident life cycle.
Ask is to only notify (SMS, email & call) the on call support based on the configuration item selected on the INC and not assign the INC to the on call support person.
I have checked the OOB on call workflow and all have notify & assign feature.
Is there a way on setting up on call notifications (SMS, email, call) without assigning the MI to the on call person. The SMS/email/call sent & acknowledgement must be recorded in the INC.
The incident must stay with the MI support team and the Assigned to must be the MI manager.
